This book offers an overview of service design practices for healthcare and hospital management. It explores how these practices can help to generate innovations in healthcare and contribute to the improvement of patient-centered care. Respected experts, including scholars from various disciplines and practitioners from healthcare institutions, share essential insights into established research areas, fields of work and work structures, and discuss successful approaches, methods and tools. By illustrating innovative services, products, processes, systems, and technologies, as well as their application in practice, the authors highlight the role of participating stakeholders in service design projects and the added value that comes from sharing, communicating, networking and collaborating. This book is a must-read for scholars and practitioners in the hospital and healthcare sector. It will also appeal to anyone interested in organizational development, service business model innovation, customer involvement and perceptions, and service experience.

This book examines the nature of service design and service thinking in healthcare and hospital management. By adopting both a service-based provider perspective and a consumer-oriented perspective, the book highlights various healthcare services, methods and tools that are desirable for customers and effective for healthcare providers. In addition, readers will learn about new research directions, as well as strategies and innovations to develop service solutions that are affordable, sustainable, and consumer-oriented. Lastly, the book discusses policy options to improve the service delivery process and customer satisfaction in the healthcare and hospital sector. The contributors cover various aspects and fields of application of service design and service thinking, including service design processes, tools and methods; service blueprints and service delivery; creation and implementation of services; interaction design and user experience; design of service touchpoints and service interfaces; service excellence and service innovation. The book will appeal to all scholars and practitioners in the hospital and healthcare sector who are interested in organizational development, service business model innovation, customer involvement and perceptions, and service experience.

This book explores the use of human-centered service design. Through a variety of case studies and best practices, it highlights ways to systematically improve the provision of healthcare services to different target and age groups in order to understand customer expectations and needs. The book also offers new insights into the dyadic relationship between service provider and customer, each of which has their own set of goals, purposes, and benefits and must cope with a scarcity of resources and opportunities to optimize and design. Written by recognized experts, scholars, and practitioners, this book demonstrates how, where, and when to successfully apply human-centered service design at multiple levels, including corporate, departmental, and product/service. Value-added services are not only assessed in terms of their effectiveness, efficiency, and productivity, but also bearing in mind human emotions, interactions, and communication techniques as an important part of service provision. Accordingly, the book will appeal to scholars and practitioners in the hospital and healthcare sector, and to anyone interested in organizational development, service business model innovation, customer involvement and perceptions, and the service experience.

Three unassailable facts will strike you as soon as you start to read The Future of Innovation: • One: innovation is the new mantra; whether you're involved in teaching art and design, new product development for a blue chip consumer brand or responsible for providing public services to citizens; • Two: understanding innovation requires multiple perspectives; from culture and mindset, social and commercial context, new ways of working as much as new products or services; • Three: innovation is a journey; drawing on insights from around the globe is essential to accelerate our progress. Bettina von Stamm and Anna Trifilova have gathered together the thoughts and ideas of over 200 of the most creative innovators from business, professional practice and academia from nearly 60 countries. The contributors look at innovation from almost every angle. Their statements offer an unparalleled view of innovation and provide a depth of insight that is extraordinary. The editors' reflection on each statement and on the sections within the book, provide useful links between themes and reinforce the relationships between many of the ideas. Anyone interested in innovation (student, researcher or practitioner) will benefit from this global thought collection. The contributors' multiple perspectives, models, practical examples and stories provide a sense of innovation that no single writer could ever capture. The Future of Innovation is supported by the website www.thefutureofinnovation.org, where you can find even more contributions and tools that enable you to exchange, expand, elaborate and develop your perspectives on the future of innovation.

This edited volume offers the first overview and reflective discussion of how design can contribute to people’s wellbeing and mental health in the context of dementia, mental illness and neurodiversity. This book explores and promotes holistic, salutogenic and preventive strategies that recognise and respond to people’s needs, wants, wishes and rights to further health, wellbeing and equality. Bringing together years of experience as designers and clinicians, the contributors to the book emphasise how design can be a collaborative, creative process as well as an outcome of this process, and they reveal how this is guided by mental health and design policy. Through its three parts, the book explores themes of ethics, citizenship and power relationships in co-design, providing an overview of current developments and approaches in co-design; of the culturally and value sensitive adaptation of design interventions and their applications, many of which are a result of co-design; and of policy and related standards in and for design and mental health. In this way, the book demonstrates how design can help to support people, their care partners and care professionals in promoting mental health and wellbeing, and it offers a rich resource on how to create a sustainable future for care in this domain. The book provides a unique and holistic overview and resource for designers, researchers, students, policy providers and health and care professionals to help support the development and adoption of person-centred design processes and interventions.

The world of healthcare is constantly evolving, ever increasing in complexity, costs, and stakeholders, and presenting huge challenges to policy making, decision making and system design. In Design for Care, we'll show how service and information designers can work with practice professionals and patients/advocates to make a positive difference in healthcare.

The three-volume set LNCS 10918, 10919, and 10290 constitutes the proceedings of the 7th International Conference on Design, User Experience, and Usability, DUXU 2018, held as part of the 20th International Conference on Human-Computer Interaction, HCII 2018, in Las Vegas, NV, USA in July 2018. The total of 1171 papers presented at the HCII 2018 conferences were carefully reviewed and selected from 4346 submissions. The papers cover the entire field of human-computer interaction, addressing major advances in knowledge and effective use of computers in a variety of applications areas. The total of 165 contributions included in the DUXU proceedings were carefully reviewed and selected for inclusion in this three-volume set. The 55 papers included in this volume are organized in topical sections on design thinking, methods and practice, usability and user experience evaluation methods and tools, and DUXU in software development.

Service design is the activity of planning and organizing people, infrastructure, communication and material components of a service in order to improve its quality and the interaction between service provider and customers. It is now a growing field of both practice and academic research. Designing for Service brings together a wide range of international contributors to map the field of service design and identify key issues for practitioners and researchers such as identity, ethics and accountability. Designing for Service aims to problematize the field in order to inform a more critical debate within service design, thereby supporting its development beyond the pure methodological discussions that currently dominate the field. The contributors to this innovative volume consider the practice of service design, ethical challenges designers may encounter, and the new spaces opened up by the advent of modern digital technologies.

Using the experience of patients, users, healthcare professionals and other stakeholders to innovate and rethink healthcare organizations and systems is gaining ground. Deploying these innovative methods and practices, however, requires an understanding and mastery of theoretical principles, as well as experimenting with them in the field. Experience in Healthcare Innovation alternates between theoretical presentations and case studies/examples in order to present the key notions of innovation in healthcare and the experiences of the people at the heart of healthcare ecosystems. It brings together diverse and complementary perspectives, shedding new light on the issue of healthcare experience through the prism of innovation. It includes a wealth of resources, ideas and results for all of those in healthcare wishing to implement innovative approaches that place the human experience at the heart of healthcare ecosystems.

This handbook provides an innovative, thorough overview of service management. It draws together an impressive, international group of leading scholars who offer a truly global perspective, exploring current literature and laying out guidance for future research. Beginning with defining service as a perspective on value creation, and service management as “a set of organizational competencies for enabling and realizing value creation through service,” it then moves on to follow the evolution of service research. From there, the book is structured into six main themes: perspectives on service management; service strategy; service leadership and transition; service design and innovation; service interaction; quality and operations; and service management and technology. This book is valuable reading for academics, lecturers, and students studying service management, operations management, and service research.